The concept of the internal marketing was defi ned in order to stress the role of employees as the key element in determining service quality. Although the origin of the term is in the service marketing literature of the 70s, many authors stress that both general and particular problems are not...

Nowadays, the banking industry has a principal and key role in the economic growth and development of countries. In recent years, privatisation of the banking industry in Iran has led to more competition in this industry. This fact highlights the necessity for greater attention to this field of...

The paper investigates the path 'perceived service quality – perceived customer value – customer satisfaction – behavioural intentions' in Indian retail banking. The service quality attributes were identified from literature and finalised after interviews with bank managers. Two service...

Researchers have not addressed the relationship between customer perceptions of bank service quality and customers' loyalty in a sufficient and direct manner. Indirect attempts on the subject lead to contradictory conclusions. This paper examines the factors shaping bank customer perceptions of...

A reliable and valid CRM (customer relationship management) index is developed in this paper. A standard methodology for scale development was followed; further to this the CRM index is developed through a case based method along with the customer and service provider weights. The findings clearly...

The aim of this study is to empirically examine the determinants of customer loyalty (CL) in mobile telecommunication services (MTS) from the Malaysian perspective. Service quality (SQ), perceived value (PV), trust and habit were examined as the determinants of customer loyalty. The currently...

Price caps (also known as RPI-X or incentive regulation) encourage regulated companies to cut costs through the profit incentive, by fixing revenues irrespective of the company's own costs for a certain period. However, eventually, cutting costs become less important than incurring costs to...

The implementation of Health Transformation Program in Turkey brought opportunities to obtain new variables such as performance scores and service quality standards. The objectives of this study are: 1) perform sensitivity analysis to compare new variables to previous studies, 2) explore the...

The Indian Retail Industry is rapidly transforming and is the fastest growing sector contributing 10 percent of the country’s GDP. Indian retail market is estimated to grow from $427 bn in 2010 and expected to reach $637 bn by 2015 (Srivastava 2008). Indian apparel retailing is the country’s...

The higher education scenario in Pakistan has gone through tremendous changes and improvements in the last decade. Competition resulting from a sudden surge in the number of higher education imparting institutions and the active role of Higher Education Commission has increased the pressure on...